Our Helpdesk
As a golden rule : Our helpdesk is available 24/7 every day of the year for emergencies.
For regular questions our helpdesk is working to answer that during regular business hours.
Each support request get assigned a so-called 'Trouble ticket' for mutual reference. Based on the level of severity, respons time and possible costs times are reported back to you.
Level 1 : Point-of-Sales (Micros POS) or PMS ( Fidelio / IDPMS) System Down - Severe Operational problems : CALL THE HELPDESK !
Level 2 : Single Function Failure : CALL THE HELPDESK BETWEEN 7.00 and 22.00 PM every day of the year.
- interface Micros - Fidelio / IDPMS not running
A minor disruption in operability or functionality that does not impact the entire system such as:
-Timekeeping issues
-Isolated remote printing failure
-Isolated workstation/terminal failure
Level 3 : Minor / Procedural Issue or question: SEND AN E-MAIL TO This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call the Helpdesk during Business hours
- Programming or configuration related questions
- Questions relating to functionality or operations
- Formatting or cosmetic problems
Level 4: Customizaion / Programming: SEND AN E-MAIL TO This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call the Helpdesk during Business hours
- Billable remote support or significant programming or configuration assistance requiring scheduling of dedicated support resources
- Any non-covered or out-of-scope issue
Proffid Caribbean NV is commited to adhere to the following internal helpdesk response times:
Level 1: Immediately start working on a solution by phone or remote assistance / Dispatch a technician on-site , if needed with spare parts.
Level 2: Work on the problem within 4 hours of receipt of the support request
Level 3: Between 2 - 4 business days ( remote assistance is often quicker)
Level 4: This will be scheduled, as soon as our cost-estimate has been approved, and payment terms are executed.
Remote Assistance:
Our Helpdesk has a range of tools to assist remotely, if some unattended solution is in place for our office to access your system, we will do so, accepting your support request as an approval to connect asap.
For those situations an ad-hoc remote assistance is required, Proffid Caribbean uses LogmeIn Rescue, allways requiring the customer's assitance to acces your system.
Other tools can also be used, keep in mind we may need to facilitate a secure /seperated environment in our office to connect using your tools.
Cost for support:
Customers with a helpdesk contract, requiring assistance with the scope of their contract have no extra charges for our services. Otherwise the regular or after hours rate will apply, minimum charge is 1/2 hour. We strongly advise our customers to assign a person within their organisation authorized to call the helpdesk, to avoid un-expected charges. Our Helpdesk will always inform the person requesting support that a charge may apply. We accumulate 'actual -time' spent on your request, and any in excess of 15 minutes waiting time on-site , remotely connected or on the phone.
Confidentiality:
During our support, our technicians may come across or investigate site-confidential information, this will be treated as such by our team, and will not be disclosed to anyone else. Should Proffid need to escalate to their supplier (e.g. Micros Inc), we will request your authorization.
